There could be a few reasons why your subscriber did not receive a coupon upon subscribing to your SMS program. We walk through some troubleshooting steps below:
- Are you up-to-date on your billing? If you are behind on your billing, your message sending will be paused. To find your billing status, see here.
- Did the subscriber opt in with a mobile popup, landing page, QR code, or integration that uses keyword replies? If so, are Once per Subscriber or New Subscribers Only keyword reply preferences selected? To check these preferences, head to the Acquisition tab on the left side navigation panel of your Postscript Dashboard. Select Keywords. Find and select the keyword the subscriber opted in with. These two preferences are viewable in the top right corner of the keyword editor. For more information about these preferences, see here.
- Did the subscriber opt in with a desktop popup? If so, are they a brand new subscriber or an existing subscriber? Keep in mind that desktop popup replies will only send to a brand new subscriber.
- Was the subscriber supposed to receive a coupon that is in a Welcome Series? If so, are they a brand new subscriber or an existing subscriber? Only brand new subscribers are eligible to receive a Welcome Series. If an existing subscriber tries to trigger a Welcome Series, they will not receive the series.
Have questions? Please feel free to reach out to our wonderful Support team at firstname.lastname@example.org or via live chat. You can also submit a support request here!
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